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For your reference, we have included the original job posting below.
IT Incident Management Analyst
Job Number:
26875077
Company Name:
The First American Corporation
Job Location:
Santa Ana, CA US
Job Category:
Accounting & Finance
IT Incident Management Analyst
Requisition ID 18323BR Position Title IT Incident Management Analyst Job Family IT Operations/Planning & Analysis Job Location CA-Santa Ana Employment Category fulltime-regular Job Description First American Financial Corporation (NYSE: FAF), a leading provider of title insurance and settlement services to the real estate and mortgage industries, traces its heritage back to 1889. First American and its affiliated companies also provide title plant management services; title and other real property records and images; home warranty products; property and casualty insurance; and banking, trust and investment advisory services. With revenues of $4.0 billion in 2009, the company offers its products and services directly and through its agents and partners in all 50 states and in more than 60 countries. More information about the company can be found at .
The Incident Management Analyst is an individual contributor executing the Incident Management process to restore a service operation as quickly as possible with minimal impact on the business. Incident Management Analysts are available 24x7x365. After-hours support is provided using a rotating on-call schedule.
ü Facilitates the technical bridge during Priority 1 incidents by providing general focus and direction to ensure participants are engaged and moving forward towards restoring service, or implementing a workaround, as quickly as possible.
ü Ensures the ITIL-based Incident Management process is followed.
ü Supports the Change Management and Problem Management processes.
ü Monitors the clock and incident timeline to ensure tasks and escalations are performed within required timeframes.
ü Ensures all required technical resources are notified and engaged on the technical bridge within required timeframes.
ü Ensures functional and hierarchical escalations are performed in a timely manner.
ü Ensures the incident ticket work log is kept updated as events occur. The incident ticket is the authoritative record and must document all technical activities, error messages, screen shots, resolutions implemented, etc.
ü Facilitates adherence to Change Management process, if a change is required to restore service.
ü Prepares and sends the 'Title IT Communications' status updates each 30, 60, 90~ minutes, using standard templates and email tools.
ü Provides the Service Desk with timely status updates.
ü Notifies and provides status updates to the Director of IT Service Operations. On occasion will also be required to communicate status directly to the Chief Technology Officer.
ü Ensures the correct incident resolved time is used to resolve the incident ticket.
ü Facilitates adherence to Change Management process, if a change is required to restore service.
ü Ensures the 'Problem Management' page within the incident ticket is fully populated.
ü Prepares and submits a 'Priority 1 Incident Report' after each incident.
ü Participates in post-incident reviews. Job Qualifications Required skills and experience:
? ITIL Foundation Certificate (minimum) ? Hands-on Incident Management experience, including technical bridges (3 year minimum) ? Technical Certification in at least one technical discipline (Microsoft servers; Cisco networks; DBA, Unix, Mainframe, etc) ? Bachelors Degree (or equivalent experience) in Information Technology or related discipline. ? Proficient with Remedy, Service Now, TechExcel or other ITIL-compliant service desk application. ? Proficient with MS-Office, MS-Outlook, MS-Visio ? Proven troubleshooting skills within a support environment, including a strong sense of commitment and drive towards incident resolution. ? Previous Incident Manager experience within banking, trading, or health care industries. ? Client focus and ownership - use of own initiative and proactive approach to work. ? Understanding of root cause analysis. ? Excellent written and verbal communication skills across all levels. Able to communicate confidently and clearly on technical bridges, conference calls, in meetings, etc. is essential. ? Excellent problem solving and analytical skills. ? Strong organizational skills - able to manage multiple tasks simultaneously. ? Attention to detail. ? Good interpersonal and presentation skills for interacting with team members, other technical teams, vendors, users, and company management. ? Able to participate in rotating on-call schedule to provide 24x7x365 incident management support. ? Self-directed and able to work and learn independently. ? Comfortable working effectively in a rapidly changing environment ? Able to work and maintain focus under pressure. ? Team Lead or Supervisory Experience within a technical support environment. ? Able to write, update, and implement processes, policies and procedures. ? Able to write, update, and present training. ? Able to prepare for, present and chair weekly Incident Review meetings. ? Able to produce and maintain KPI and metrics reports. ? Monitor and report on compliance. ? Demonstrable experience of high profile issue resolution. ? Demonstrated ability to quickly understand complex systems. % of Travel Required <10%
